Account management

• Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
• BYOC Premises Edge devices in Edges list view

Customer engagement

• Mobile Messenger support for markdown formatting
• Social direct messages, social post injections, and social post responses allowance increase per AI token
• Create rules based on workitem creation date
• Generate web survey links on demand with an API

Employee productivity

• Domain allow list for emails
• Summaries for consult transfers for Agent Copilot

Open platform

• CX Cloud in Salesforce after-call work component

Workforce engagement

• API to List Past Recognitions
• Real-time agreement rates in evaluation forms
• Reply-To field in email transcripts
• Long-term forecast and schedule generation up to 104 weeks
• Granular evaluation metrics in the Evaluation Aggregate API

Deprecations

• Deprecation: Mobile Messenger legacy Android and iOS code removal

Open Platform

• Updated regional feature deployment schedule now in effect

Customer engagement

• Outbound limit alerts for voice campaigns in the Operations Console
• Set post-call actions for voice calls using public APIs

Data, analytics, and reporting

• Improved native voice transcription accuracy for Spanish dialects

Employee productivity

• Conditional access policy support for Microsoft Entra ID
• Send group voicemail notifications to the group email address
• Add standalone phones to groups for group ring

Workforce engagement

• Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration

Deprecations and announcements

• Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

• Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

Open platform

• Update to regional feature deployment schedule effective January 2026
• CX Cloud from Genesys and Salesforce integration cloud-based user settings
• Generative AI Text-to-Speech (TTS) integration

Customer engagement

• Mobile Messenger support for rich media cards and carousels
• Social listening and response for Google Business Profile channel
• Agent greetings for ACD voice
• No-cost digital user tracking
• Improved Messenger web tracking configuration
• Enhanced social media escalation to the agent desktop

Data, analytics, and reporting

• Extended voice transcription services support for Serbian
• Improved native voice transcription accuracy for specific English dialects
• Set transcription dialects at the queue level for voice interactions
• Analytics agent status API routing status and presence data sort and filter

Employee productivity

• Answer incoming conversations directly from notifications
• Agent Copilot trigger events subscription
• Custom prompts in advanced summary configurations

Workforce engagement

• Workforce management unavailable times flexible scheduling
• Updated built-in learning modules reflecting new navigation
• Increase the daily automated evaluation limit
• Manage agent auto-evaluation scoring rules through public APIs
• Dynamic user grouping with user management rules
• Workforce management business units increased route path capacity
• Improved workforce management scheduling constraints

Deprecations

• Deprecation: Genesys Cloud SSO certificate expiry

Employee productivity

• Streamlined navigation and information architecture update
• Agent-to-agent consult and warm transfer for messaging interactions
• Custom prompts in advanced summary configurations
• Live character counter for ACW notes
• Internationalized date formats in Genesys Tempo

Account management

• BYOC Premises Edge devices in Edges list view

Customer engagement

• Control agent transfer capabilities via permissions
• Inactivity handling for messaging interactions

Data, analytics, and reporting

• Topic miner support for Arabic dialects
• Topic miner support for Hindi dialect

Open platform

• Mexico region deployment
• Singapore region deployment

Self Service and Automation

• Rule-based decisions and string list attribute support

Workforce engagement

• Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
• Adherence widget available in the Activity view
• Automatic submission of completed AI evaluations

Deprecations

• Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
• Deprecation: Administrator login using only user name and password

Employee productivity

• Streamlined navigation and information architecture update

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Open platform

• Greater outbound performance and platform enhancements for BYOC Cloud

Workforce engagement

• Workforce management override for time-off plan dates

Employee productivity

• Streamlined navigation and information architecture update
• Improved scripting accessibility tools

Customer engagement

• Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

• Analyze segment and web outcome events in Journey Management

Open platform

• Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
• Map participant data from Genesys Cloud to ServiceNow interaction fields

Self service and automation

• Preview guides for virtual agents in AI Studio
• Configure virtual agents to generate answers from multiple sources

Workforce engagement

• Workforce management block scheduling
• Adherence and activity code mapping enhancements

Employee productivity

• Streamlined Navigation and Information Architecture Update

Customer engagement

• Apple Pay support for Apple Messages for Business
• Architect digital bot flow list picker support
• Set time- and duration-based conditions in campaign rules
• Use custom SMTP servers for email campaigns and agentless email
• Administrators can now bring their own SMS SMPP provider
• Idle agent count for conditional group activation or deactivation
• Expired callback queue reassignment

Data, analytics, and reporting

• Administrators can now search content from HTML emails
• Topic miner Korean and Japanese language support
• Native voice transcription for core dialects

Open platform

• Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support

Self service and automation

• Transcription and storage of caller’s final voice input
• Content-based search for knowledge base articles in Norwegian, Danish and Finnish
• Swiss German language support in Architect

Workforce engagement

• Enhancements to visual components in the interaction details page

Employee productivity

• New unified navigation experience coming to Genesys Cloud
• Summary engagement insights on the Agent Copilot dashboard

Account management

• Manage user hire dates with SCIM APIs
• Refreshed integrations management interface

Customer engagement

• Configure up to 100 OpenID integrations for authenticated web messaging
• Voice note support for WhatsApp conversations
• Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

• Enhanced longest waiting and longest interacting metrics
• Duplicate an event card in Journey Management
• Review transcripts faster in interaction details

Open platform

• Updated Genesys Cloud desktop app icons
• Unified Experience from Genesys and ServiceNow phone book support 

Workforce engagement

• Default answers for evaluation forms

Account management

• Web application firewall for public connections

Customer engagement

• Workitem appearance configuration
• Access audit events for external contacts via audit API
• Outbound dialing additional rule conditions system disposition codes
• File attachment support via URL for Architect digital bot flows
• Introducing rule-based decisions

Data, analytics, and reporting

• Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
• Journey management Knowledge and Virtual Agent events

Open platform

• Unified Experience from Genesys and ServiceNow Agent Copilot support
• Genesys Cloud Voice in Japan, Seoul, and Osaka regions

Workforce engagement

• Workforce Management (WFM) support for ACD routed workitems

Customer engagement

• Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

• Category aggregate data in analytics metrics
• Trigger process automation based on topics, sentiment, or empathy

Employee productivity

• Links to Genesys Cloud group chat room video sessions

Workforce engagement

• Configure GCBA with Microsoft Edge native messaging

Deprecations

• Deprecation: agent assistance

Employee productivity

• Multi contextual panels
• Call history enhancements for group calls

Customer engagement

• Support for mobile push notifications for unread message alerts
• Assign segments to external contacts for up to 30 Days
• Append outbound campaign performance statistics to the Campaign Performance view
• Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
• Authenticated session duration for secure mobile sign-ins

Data, analytics, and reporting

• Interaction category creation support for Korean and Japanese languages
• Programs, topics, and phrases support for Korean and Japanese languages

Open platform

• Unified Experience ServiceNow ITSM support
• Configure alerts for Operational Console events

Workforce engagement

• Schedule coaching and learning sessions with greater flexibility

Employee productivity

• Multi contextual panels
• Segment filtering suppression on knowledge articles for Agent Copilot
• Improved Collaborate chat read and unread message sync

Customer engagement

• Increased DTMF input limit in Architect flows
• Outbound division-aware campaign schedules
• WhatsApp outbound campaigns pre- and post-contact triggers
• Outbound power and predictive campaigns sort by priority in skills-based dialing 

Data, analytics, and reporting

• Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

• Workforce management shift trades external activities support

Employee productivity

• Multi contextual panels
• Enable focus mode for agent apps
• Improved Collaborate chat read and unread message sync
• Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian 

Customer engagement

• Access and promote external contacts directly in Architect
• Internal article linking within the knowledge base

Data, analytics, and reporting

• Search transcript content up to 90 days back
• Improved native voice transcription readability for Portuguese
• Exclude existing topics and phrases from topic mining
• Manage expiring and expired exports in the scheduled exports view

Self service and automation

• Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Workforce engagement

• Set limits on shift types and weekend work in schedules
• Increased number of AI-scored questions allowed in evaluation forms

Employee productivity

• Multi contextual panels

Customer engagement

• Configurable outbound routes now available for customer first callbacks

Self service and automation

• Knowledge workbench V2 accessibility improvements
• Introducing Virtual Agent performance dashboard
• New metrics for Architect bot and digital bot flows in the Optimization dashboard
• Enhanced AI-powered slots for virtual agents

Workforce engagement

• Unlimited archived recording restorations

Deprecations

• Deprecation: Update a user’s presence without permission restrictions
• Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Employee productivity

• Multi contextual panels
• Call forwarding enhancements with group search functionality

Account management

• Audit SAML authentications
• Increased SSO integrations allowance per identity provider

Customer engagement

• Messenger individual application provisioning and configuration redesign
• WhatsApp’s per message pricing update

Workforce engagement

• Policy-based station-side call recording
• Evaluation data access via consolidated reporting views
• Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification

• Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

• Multi contextual panels
• Customizable summaries in AI Studio

Account management

• Enhanced groups profile configuration

Customer engagement

• Sort contacts by priority in skills-based dialing for progressive campaigns
• Sort contacts by priority for skills-based dialing in Preview campaigns
• Workitems List View filter enhancements
• Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

• Improved readability of native voice transcription in Spanish language transcripts
• Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

• New Genesys Cloud Voice phone number inventory report
• Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

• Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
• Genesys Cloud Virtual Agent language support for Italian
• Introducing Guides in AI Studio
• Introducing AI Studio

Workforce engagement

• Workforce management capacity planning

Deprecations

• Deprecation: Mobile Messenger SDK localization files storage
• Deprecation: BYOC Premises Edge Remote Survivability

Employee productivity

• Multi contextual panels
• Fax interface update

Customer engagement

• Architect digital bot flow time picker support
• Genesys Cloud Social support for Instagram
• Web Messenger support for time slot picker
• Retention of library selection in the Canned Responses Admin page
• Updated pricing for social direct messages, SMS, and agentless outbound email
• Enhanced email administration user interface

Data, analytics, and reporting

• AI Insights at a glance
• New digital response time and engagement metrics

Workforce engagement

• Evaluate up to 50 interactions per agent daily with AI Scoring
• Multiple answer selection in evaluation form questions

Deprecations

• Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
• Deprecation: Workforce management historical data delete job API endpoints

Employee productivity

• Multi contextual panels
• Agent Copilot summary API metrics and edited summaries

Customer engagement

• Configurable X integration sizes and new entry size
• Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

• Enhanced Performance dashboards with real-time agent status counts by work team
• AI insights about reasons for customer sentiment

Employee productivity

• Multi contextual panels
• Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

• Mobile Messenger SDK content profile support 
• Time-based conditions in call rule sets
• Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance 

Data, analytics, and reporting

• Program and Detected Category filters and columns in Content Search view

Open platform

• Script selection from in the Workitem Panel in Panel Manager
• CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

• Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

• Deprecation: ACD Web Chat 2.0 (Rest API)
• Deprecation: Agent Assist AI Experience tokens provisioning
• Deprecation: Predictive Engagement support for ACD Web Chat 2.0

Employee productivity

• Multi contextual panels
• New email send permissions control

Customer engagement

• Sort by priority in skills-based dialing for Preview campaigns
• Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

• Group Ring column and filter in Interaction views

Open platform

• Wrap-up code integration between Genesys Cloud and ServiceNow
• On Demand log capture for agents

Workforce engagement

• Export agent summary data as PDF or CSV

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Quick replies, cards, and carousels for open messaging

Employee productivity

• Multi contextual panels

Data, analytics, and reporting

• Track and manage billing for Supervisor Copilot AI features
• Improved event list organization for enhanced journey building
• Event card editing and visualization in journey canvas

Open platform

• Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

• Enhanced recognition failure handling in Architect digital bot flows
• BYOC Cloud TLS X.509 certificates

Workforce engagement

• Shift trades across weeks within schedule to improve agent flexibility
• Find Agent Search field in gamification profiles

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Instagram support for external contacts identity resolution

Employee productivity

• Multi contextual panels

Data, analytics, and reporting

• Average Speed of Answer in Agent Performance views

Open platform

• Synchronize ServiceNow cases with Genesys Cloud work items

Workforce engagement

• AI scoring support for consult transfers

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Email administration user interface enhancements
• Retry configuration for unsuccessful customer first callbacks

Employee productivity

• Multi contextual panels
• Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Account management

• Automatic role assignment for reactivated users

Self service and automation

• Content-based search for non-English knowledge base articles
• Architect help panel

Workforce engagement

• Enable audio selection with screen recordings in playback

Deprecations

• Deprecation: Analytics Transcripts Query Endpoint API

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Allow participants to clear web messaging conversations
• Architect inbound email flow AI intent and entity detection
• Web messaging French Canada, Greek, and Hindi support
• Outbound dialing campaign health indicator

Employee productivity

• Multi contextual panels

Data, analytics, and reporting

• Improved voice offered metrics for customer first callbacks

Workforce engagement

• Updated Genesys Cloud built-in learning modules
• Improved workforce management deferred workload prediction algorithm

Deprecations

• Deprecation: Mobile Messenger SDK localization files storage
• Deprecation: Workforce management historical data delete job API endpoints

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Next Contact Avoidance (NCA) in predictive routing

Employee productivity

• Multi contextual panels
• Agent Copilot configuration experience improvements

Account management

• Division assignment for external contacts and external organizations

Data, analytics, and reporting

• Save static interaction lists in Content Search
• Dedicated API endpoints for schema metadata retrieval

Open platform

• Phone book support in the Omni-Channel widget for CX Cloud
• Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
• Configurable timeout for data actions

Workforce engagement

• Enable audio selection with screen recordings in playback

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Introducing outbound WhatsApp campaigns support

Employee productivity

• Multi contextual panels
• Conversation details for agents
• Prevent agents from staying on queue without a selected station

Account management

• Attribute-based access control

Data, analytics, and reporting

• View average sentiment score across performance views
• Retrieve Estimated Wait Time (EWT) by label
• Analytics agent activity API filter and sort agents based on conversation activity
• Agent Timeline Detail view

Open platform

• Sync external email interaction data in Genesys Cloud EX
• Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia

Workforce engagement

• Add or remove individuals from automatic development and feedback modules assignment
• Gamification Contests

Self service and automation

• Query jobs API typeId as a primary filter and increased filter limits

Deprecations

• Deprecation: Amazon Lex V1 bot integration

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Non-default content profile support for SMS

Employee productivity

• Multi contextual panels
• Improved accessibility in Tempo
• View possible shifts in the Genesys Tempo mobile app
• Notes panel improvements
• Wrap Up panel usability improvements 

Account management

• Introducing the Genesys Cloud CX 4 license

Data, analytics, and reporting

• On demand voice and digital transcript translation
• AI-generated interaction transcript summaries
• English voice transcript sensitive data masking improvements

Open platform

• Script support in the CX Cloud from Genesys and Salesforce integration

Workforce engagement

• AI scoring in evaluation forms
• Daily value configuration in service goal templates

Deprecation

• Deprecation: BYOC Cloud TLS Ciphers:

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Support for open messaging in Single Customer view

Employee productivity

• Multi contextual panels
• Agent Copilot configuration experience improvements

Data, analytics, and reporting

• Extended voice transcription services support for Turkish
• Support sentiment and empathy analysis for Hindi (Hi-IN)
• Date range and complete transfer type support for Journey Flows in Architect

Open platform

• Unified Experience from Genesys and ServiceNow embedded voice interactions
• Unified Experience from Genesys and ServiceNow with External Routing support

Workforce engagement

• Genesys Cloud updated built-in learning modules

Deprecations

• Deprecation: Billing APIs and UI components

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Typing indicators in Mobile Messenger

Employee productivity

• Multi contextual panels
• Conversation summaries on transfer with Agent Assist and Agent Copilot
• Notes panel improvements
• Wrap Up panel usability improvements 

Data, analytics, and reporting

• Journey Management date range configuration

Open platform

• Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Workforce engagement

• Trigger process automation from Coaching or Learning state changes

Deprecations

• BYOC Premises – Genesys Hardware Solution deprecation

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Employee productivity

• Multi contextual panels
• Enable real-time queue and agent monitoring with customizable notifications on Android
• Improved Agent Copilot summarization for English and Spanish Dialects

Account management

• User settings page displays the last login date and time

Data, analytics, and reporting

• Insert a new event between two existing events in Journey Management
• Purchase Speech and Text Analytics as a standalone product
• Turn customer sentiment analysis on or off

Open platform

• Additional screen pop options in CX Cloud from Genesys and Salesforce
• Division-aware permissions and APIs for external contacts

Workforce engagement

• Increase screen recording duration for after-call work
• Set scheduling constraints for calendar months

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Auto answer for voice interactions on queue settings
• Auto answer for digital interactions

Data, analytics, and reporting

• Filter and search conversations by acoustic metrics and wrap-up codes

Employee productivity

• Agent Copilot summary analytics access via API

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

• Reminders for agents about their next scheduled activity

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Configure max calls per agent with decimal precision
• Recurring outbound campaign schedules
• Script support for workitems

Account management

• Customize inactivity timeout settings

Data, analytics, and reporting

• Topic miner Swiss German language support
• Improved attribute lists view for Journey Management events
• Configure performance dashboard widgets with work team and reports-to filters
• Filter customer journey data using numbers

Employee productivity

• Enhanced email input fields

Self service and automation

• Portuguese language support in Architect

Workforce engagement

• Workforce management historical data import improvement
• Assign coaching without workforce management scheduling
• Workforce management activity codes for coaching and learning

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• External contacts profile panel refresh
• Interactive WhatsApp templates with images and dynamic call-to-action buttons
• Automatic time zone mapping support for Genesys Cloud and Salesforce Integration

Account management

• Login banner added to Genesys Cloud login screen

Workforce engagement

• Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

• Deprecation: Legacy ACD web chat (version 1)
• Deprecation: Legacy co-browse and screenshare

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Regex custom data filtering to protect sensitive information for co-browse
• Preserve routing information for callbacks and voicemails
• Define rule conditions based on workitem dates
• Updated agent canned responses panel
• Bulk workitem addition via API

Data, analytics, and reporting

• Share dashboards with work teams and individuals
• Agent performance reports for inactive and deleted users
• Improved native voice transcription accuracy for French
• Normalization of Digits in German for Low Latency transcription.

Employee productivity

• Enable emoji reactions in Collaborate including desktop, iOS and Android mobile users

Open platform

• CX Cloud from Genesys and Salesforce Agent Copilot support
• Custom node.js code as part of a data action
• Division-aware permissions and APIs for external contacts

Workforce engagement

• Improved search and filters for screen recorded interactions

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• SMS and E-mail campaign automation using campaign rules

Data, analytics, and reporting

• Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
• Hindi programs, topics, and phrases support
• Complex journeys persist in post calculation sequenced path order on Journey Management

Employee productivity

• Add descriptions to collaborate chat rooms

Workforce engagement

• Improved deferred workload prediction algorithm

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification

Account management

• Control scripts access based on division membership

Data, analytics, and reporting

• Native voice transcription support for Swiss German
• Improved native voice transcription accuracy for Spanish

Employee productivity

• Voicemail push notifications in Communicate mobile app

Open platform

• CX Cloud from Genesys and Salesforce language support
• Supporting links for operational event details

Self service and automation

• Track and optimize flow size with enhanced insights

Workforce engagement

• Improved workforce management schedule editor agent filter and sort
• Workforce management weekly staffing requirements with ABM forecasts
• Improved deferred workload prediction algorithm

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Authenticated messaging enabled for Mobile Messenger
• View Mobile Journey Tracking for enhanced agent insights
• Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

• Audit Viewer granular detail of role changes

Customer Engagement

• Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

• Preview active emails in queue and parked emails
• Collaborate chat hyperlink ability

Open platform

• Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

• Capture slot values via LLMs with Genesys Virtual Agent
• Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

• Workforce management activity smoothing and schedule variability

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Quick replies, cards, and carousels for open messaging
• Automatically pause co-browse session for specific pages
• Real-time WhatsApp message status tracking
• External Contacts external ID support
• Workitems List View filter and sort support

Data, analytics, and reporting

• Enhanced bulk import for external contacts

Employee productivity

• Automatic missed call notifications for mobile communicate users

Workforce engagement

• GCBA proxy server support
• Enhanced date format display for workforce management agents

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Active callback columns for performance views

Account management

• Simplified customer firewall requirements

Data, analytics, and reporting

• Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

• Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages
• Multi contextual panels

Self service and automation

• Introducing Genesys Cloud Virtual Agent
• Drag and drop in Architect builders
• Content based search for knowledge articles

Workforce engagement

• Workforce management read-only continuous forecasting
• Configurable time-to-live (TTL) for auto-generated recording URLs

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Automatic time zone mapping support for European organizations
• Rule conditions and advanced capabilities for campaign rules
• Identifier claim management for external contacts

Account management

• Telephone resource limits in Admin UI

Data, analytics, and reporting

• Interactive charts for journey analysis

Employee productivity

• Supervisor access to voicemail metrics

Workforce engagement

• Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
• Manually assign work plans with future effective dates

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Metrics for improved workitem volume forecasting
• IMAP integration for inbound email

Account management

• Improved Genesys Cloud storage cost calculator

Data, analytics, and reporting

• Content Search lookback for words and phrases extended to 60 days
• Flow insights overlay for flow performance analysis

Employee productivity

• Disable WebRTC audio and alert notifications in the embedded client
• Preferred device profiles
• Improved summarization readability and efficiency for agents

Open platform

• Guided setup experience for CX Cloud installation

Self service and automation

• Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

• Enhanced agent and supervisor activity overview screen
• Workforce management notifications for process automation triggers
• Workforce management Business Unit/Management Unit and Time Zone placement in views

Deprecations

• Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
• Deprecation: Google Agent Assist for Genesys Cloud

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Workitem query and filter improvements
• Direct access to interaction details from the Customer Journey tab
• Enhanced workitems list view with column picker and advanced filtering
• Web messaging support in the Zurich (EUC2) region

Data, analytics, and reporting

• Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
• Real time data update indicators in analytics views
• View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

• Enhanced control over agent assistance access
• Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing

Open platform

• Hardware and OS support for CHS Large devices
• Genesys Cloud Voice number management UI improvements

Workforce engagement

• Workforce management per minute scheduling granularity

Account management

• Counted limits monitoring and alerts
• WebRTC Media Helper enabled by default with allowed IP addresses feature
• Custom inbound data filtering rules for digital channels

Customer engagement

• Prerequisites in expandable section of Resource Center articles
• Park email interactions

Data, analytics, and reporting

• Dashboard Owners page
• Increase quality management topic limit to 5000 on request
• Journey management with Funnel analysis

Open platform

• Enhanced security with HIPAA compliant inactivity timeout

Self service and automation

• Genesys Cloud voice controlled attestation for outbound calls

Workforce engagement

• Screen recording playback UI modernization
• Improved customer sentiment and agent empathy analysis for English dialects

Customer engagement

• Auto-termination for closed workitem statuses

Workforce engagement

• Activity plans for optimal workforce management scheduling

Customer engagement

• Barge-in capability for supervisors and administrators

Data, analytics, and reporting

• Enhanced agent status visibility for supervisors

Employee productivity

• Utilization labels for Click to Dial API

Open platform

• Genesys Cloud Voice phone number availability in LATAM countries
• Genesys Cloud Background Assistant screen recording support for CX Cloud from Genesys and Salesforce

Workforce engagement

• Real time update of gamification scores

Deprecation

• 2024 Genesys CIDR expansion and firewall requirements notification

Account management

• Hourly interacting users billing option

Customer engagement

• Highlight markdown support in web messaging
• Outbound open messaging on behalf of a queue

Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese
• Introducing digital performance monitoring views

Employee productivity

• Genesys Agent Assist available for Japanese language

Self service and automation

• Select multiple segments in knowledge article variations
• Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
• Introducing Architect Replay Mode
• Advanced Architect execution data capabilities for all flows

Workforce engagement

• Improved navigation between published schedules in the workforce management schedule editor
• Genesys Cloud Workforce Management work plan bidding

Customer engagement

• Introducing Work Automation

Data, analytics, and reporting

• Topic miner German, Italian, and Portuguese language support

Employee productivity

• Introducing direct routing to dedicated users
• Introducing Genesys Agent Copilot

Open platform

• Dynamic documentation and trigger enablement for the Operational Console

Workforce engagement

• Manage time-off details in the workforce management Time-off Limits view
• Trade alternative shifts for enhanced workforce management shift management

Deprecations

• Deprecation: Mobile Messenger SDK for React Native apps

Platform

• Japanese translation of the Export report

Customer engagement

• Limit agent actions during co-browse sessions

Data, analytics, and reporting

• Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
• Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
• Architect supported languages user interface enhancements
• Collapsible card interface in Architect actions

Workforce engagement

• Improved native voice transcription accuracy for Dutch

Deprecations

• Deprecation postponement: Legacy alerting system

Data, analytics, and reporting

• View speech and text analytics data for a year at a time

Customer engagement

• Granular control for clearing or signing out of web visit or journey sessions

Self service and automation

• HELD (HTTP Enabled Location Delivery) for E911 Location Information

Workforce engagement

• Interaction recording download tracking in audit trail

Deprecations

• Deprecation: Open messaging inbound endpoint

Customer engagement

• SMS UK long code purchase requirement
• Expanded campaign rule actions for enhanced automation
• Enhanced dynamic filtering for real-time adjustments in campaigns
• Reconnect and reply to closed email
• Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

• Enhanced dictionary management

Employee productivity

• Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
• Enhanced privacy controls for ad hoc recordings

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Workforce engagement

• Enhanced employee recognition for improved engagement